Terms of Use
At the Melbourne Headache Centre we are committed to providing you with the highest quality service we can using our unique skills to achieve the best result possible for you.
We pride ourselves on more than just excellent clinical care and customer service. We value you as a person and take great interest in your journey and ensure our clients receive respectful care and are not discriminated against on the basis of age, gender, ethnicity, beliefs, sexual preference or health status.
You have the right to see the physiotherapist of your choice, obtain a second opinion and refuse a treatment. Please see our administration staff if you would like to provide feedback or make a complaint.
1. Your Commitment to Us
In order to achieve outstanding treatment results, we require an equal commitment from you. Take the time to read all of our Terms and Conditions as clarity, communication and understanding will ensure that we’re always on the same page and achieving the best outcome possible.
All of our professional recommendations are based on the information provided by you, an objective and expert physiotherapy examination and the specific goals determined by you and your physiotherapist. It is important to understand our Terms and Conditions and for you to acknowledge that ultimately, it is your responsibility to follow our advice and avoid situations that may aggravate your condition. We acknowledge an infinite number of variables can impact on the outcomes of any treatment program.
We are confident that if you follow our recommendations, and any further opinions subsequent to reviews that may occur periodically throughout the term of your treatment, then we can help you to achieve outstanding results.
2. Melbourne Headache Centre Guarantee
Our Guarantee is one of the many things that sets the Melbourne Headache Centre apart from other clinics and practitioners. We enter treatment by agreement and in consultation with you. We view treatment as a collaboration between clinician and client and together we can work very effectively to help you successfully manage your condition.
We guarantee:
2.1 If we cannot demonstrate clearly to you in the initial assessment that your neck is involved, we will not treat you.
The neck is underestimated as a cause in a large proportion of chronic headache and migraine, but not in all cases. Using our precise assessment techniques we can effectively screen out people whose neck is not involved in their condition - typically 20% of assessments. While this is unfortunate it is preferable to a 'press and guess' approach adopted by many clinics who will treat you just because you want treatment or because they want your money, rather than because it is going to be an effective solution.
This means there is no guesswork.
We won't just "give it a try" for 4-5 treatments. We know clearly during the first assessment if we can help or not.
2.2 We expect significant change in your condition after the 5th treatment session (over a 2 week period). If you decide there has not been significant change we stop treatment. This isn't to say you will "be cured" by the fifth session, only that there should be a significant difference in your condition. In some cases where you are not responding the therapist may take the decision to terminate treatment before the 5th session. This will be done in consultation with yourself.
2.3 We expect a vast majority to be self managing their condition with little or no ongoing treatment within 4 weeks.
In short, we know who we can help (and who we can't), we can help them relatively quickly, and for most, we don't need to continue treating beyond the first few weeks.
3. Cancellations
At the Melbourne Headache Centre we understand that from time to time it may not be possible to keep scheduled appointments and you may need to cancel and rebook. As a client of the Melbourne Headache Centre you need to be aware of our cancellation policy, and in particular, the reason for its being:
3.1 Effect on treatment:
Missing a scheduled appointment, especially within the first 5 treatments may cause the loss of some of the beneficial effects, and treatment can lose momentum very quickly. This can cause an otherwise effective treatment program to fail in its goal. This is frustrating for both therapist and patient and can mean that treatment time and money up until that point has been wasted.
3.2 Effect on other clients:
As most likely you will be aware, we have a waiting list of people desperate to have their headaches treated to gain much needed relief. Each appointment that is not attended is a lost opportunity to help some of these people.
It is for these reasons at the Melbourne Headache Centre that we enforce a strict cancellation policy. If you cancel with less than 12 hours notice you will be charged 50% of your consultation fee if your appointment time cannot be filled. This fee will be payable prior to your next appointment.
A second cancellation in a row without due notice that cannot be filled will incur a full consultation fee, and all outstanding monies will require payment before any further booking will be taken.
So we ask that you carefully consider your ability to make the time to seek treatment, and make treatment a priority, so that you can help us, to help you get the most out of your therapy experience.
We thank you for your understanding in this matter.
4. Late and Missed Appointments
4.1 If you arrive late to an appointment, but within your appointed time slot, you may receive a shorter consultation in an effort not inconvenience other clients waiting.
4.2 If you either arrive after or entirely miss an appointment, you will be charged the consultation fee in full.
4.3 If you call the practice to arrange an alternative time to occur within forty-eight (48) hours of your missed appointment, you will be eligible for an appointment at no charge, but at a time of our convenience.
4.4 Irrespective of an alternative appointment being offered, if payment is not received in full within forty-eight (48) hours, an administration fee will apply Late or missed appointments exclude others from receiving treatment and inconvenience both the physiotherapists and other clients waiting.
5. Consent to Treatment
You hereby request and give consent to our therapists to perform all necessary examinations, manipulations, therapy, rehabilitation and medical diagnostic procedures in accordance with their professional training and understanding of your injury. You understand that during your treatment, care may be rendered by different therapists at the Melbourne Headache Centre.
You understand that you have an opportunity to discuss with your therapist, the nature and purpose of your physiotherapy care before any treatment is rendered.
You acknowledge and accept the following:
5.1 The physical nature of physiotherapy and related treatments.
5.2 You have the right to see the physiotherapist of your choice, refuse intervention or seek a further opinion and to provide feedback and make a complaint.
5.3 The adverse risks associated with treatment, including stiffness and soreness, soft tissue injury, neurological complications, cerebrovascular injuries, skin irritations, burns and other minor complications.
5.4 The probability of risk is lowered by screening procedures.
5.5 Other treatment options exist if the risk of physiotherapy is considered to be high, including medication, medical care, hospitalisation and surgery.
5.6 The risk of remaining untreated includes the formation of adhesions, scar tissue and other degenerative changes. These changes can further reduce skeletal mobility, and induce chronic pain cycles. It is quite probable that delay of treatment will complicate the condition and make future rehabilitation more difficult.
5.7 Most clients receive our services without the need of a medical or other referral. However, in the event a referral from another practitioner has been given, it is highly recommended that such a referral is provided to the treating physiotherapist to assist in the continuity of care and our delivery of the most appropriate treatment for the client.
6. Consent to Obtain and Release Information
6.1 To expedite the management of your injury or injury claim, you accept it may be necessary to communicate the details of your medical condition with treating practitioners, rehabilitation consultants, case managers and employers.
6.2 By signing these Terms and Conditions you give permission for representatives of the Melbourne Headache Centre to exchange such information regarding injuries sustained and any significant past medical history, with those people deemed necessary by the Melbourne Headache Centre.
7. Accounts and Billing
7.1 Please refer to our most recent schedule of fees for an outline of the services we offer and their associated prices.
7.2 It is expected that all fees are paid in full at the time of consultation.
7.3 We accept cash, EFTPOS, credit cards and offer electronic health rebates (via HICAPS) for your convenience. However, in the event of electronic network failure, full payment is still required on the day of consultation.
7.4 An administration fee will apply for every occasion a consultation fee is not paid on the day.
7.5 In the event of approval for a monthly account, at the end of each month, an itemised statement will be issued, with payment terms strictly 7 days net. Failure to render full payment within these terms will incur penalty fees as clearly stated on each account.
7.6 Payment of accounts can be done via the telephone or in person at the practice from which you received the service.
7.7 Health Insurance rebates (electronic or otherwise) can only be claimed after the service has been received.
7.8 There is no refund available on the purchase of any personal or healthcare items if you change your mind. If the item has a major problem we can either refund or exchange the item for you. If the problem is not major, we will repair it for you within a reasonable timeframe. Please keep your proof of purchase.
7.9 Those who feel they cannot comply with our very strict billing methods, or wish to be given special consideration, please feel welcome to put your request in writing and address it to the Practice Manager.
7.10 Please understand that our strict billing methods allow equality of service to all clients, and serve to raise the already high standard of care we can offer you.
7.11 Our intention is not to exclude anyone from being able to access our physiotherapy services. We have never denied anyone the benefits of physiotherapy care because of their inability to pay our published fees. If financial hardship requires individual consideration, please put your request in writing to the Practice Director.
8. Privacy Policy Summary Statement
8.1 This practice is committed to protecting your privacy and this information is generally only disclosed to other members of your medical team where necessary.
8.2 The personal and health information you provide during your consultation and subsequent treatment will be collected for the primary purpose of providing high quality health care.
8.3 Where required by law or if necessary for debt collection reasons, your personal information will be disclosed.
8.4 The Melbourne Headache Centre uses SMS and/or email communication to keep you up to date with the status of your appointment.
8.5 From time to time we may send you information regarding happenings at your local practice via a number of possible ways including: post, email, telephone call or SMS. Reasons we may contact you include:
- To administer accounts and process payments.
- To communicate with you regarding any issues affecting your treatment.
- Provide information on services and benefits available to Clients.
- To notify Clients of promotions and events.
- For research purposes, case conferences, in study groups and at seminars (please note in these instances, all personal information will be de-identified).
- Appointment Reminders.
- Appointment Follow Ups.
- Marketing and promotional material about new products, services or special offers.
- Periodic Newsletters.
- Practice Updates.
- To provide you with information about the current and future benefits of being a Melbourne Headache Centre client.
- Market research or surveys to improve our products and services.
8.6 Should you wish not to receive such communications or our convenient SMS appointment reminders please advise the therapist, practice manager or alternatively follow the ‘unsubscribe’ instructions provided in the communication.
8.7 You may gain access to information held about you by this Practice by putting your request in writing. Please attention all such correspondence to the “Practice Director”. Please note a fee may apply.
8.8 Your acceptance of these Terms and Conditions is considered consent to receive such communications as outlined above however you may opt out at any time. The above is a Summary Statement only, and we strongly encourage you to take the time to read the Melbourne Headache Centre Privacy Policy in full.
9. Exclusion of Liability
9.1 The Practice Director and employees of this Practice shall not be liable for, nor shall they accept any responsibility for any injury, loss or damage howsoever sustained by any person or persons arising out of any of the treatments or procedures delivered in this Practice or in any way whatsoever which does not arise from any negligent act or omission of the Practice Director and employees.
If you have any queries about these Terms and Conditions, please contact:
Melbourne Headache Centre
Attention: Practice Manager
Address: Level 13, 200 Queen Street, Melbourne VIC 3000
Phone: 03 8648 6487
Fax: 03 8648 6480
Email: info@melbourneheadachecentre.com.au
Please note that Melbourne Headache Centre may change this policy from time to time by updating this page. Please check this page regularly to ensure that you are comfortable with any changes.
This Policy is effective from February 2020